Account Manager Assistant

Account Manager Assistant - ViaTek MSP

Company: ViaTek - Managed Service Provider (MSP)
Position: Account Manager Assistant
Hours: 20 hours/week (potential for growth)
Schedule: 8:00 AM - 12:00 PM Mountain Time (Monday-Friday)
Employment Type: Part-time, Remote

About ViaTek

ViaTek is a growing Managed Service Provider (MSP) that prioritizes exceptional customer satisfaction and long-term client relationships. We provide comprehensive IT solutions and support to businesses, and our success depends on maintaining the highest standards of customer service and account management.

Position Overview

We are seeking a detail-oriented and proactive Account Manager Assistant to support our Account Manager (Customer Success Manager) in delivering outstanding service to our clients. This role is critical to our customer satisfaction goals and requires someone who excels at organization, communication, and ensuring nothing falls through the cracks.

Key Responsibilities

Administrative Support
- Schedule and coordinate Quarterly Business Reviews (QBRs) with clients
- Manage the Account Manager's calendar and ensure optimal time management
- Reply to client emails on behalf of the Account Manager when appropriate
- Follow up with clients on outstanding items and action plans
- Track and monitor tasks to ensure timely completion and follow-through

Reporting & Documentation
- Generate reports from MSP tools including:
- Autotask (PSA platform)
- DattoRMM (Remote Monitoring & Management)
- Lifecycle Insights
- Maintain accurate client records and documentation
- Prepare meeting materials and client status updates

Client Communication & Support
- Assist with client communications and relationship management
- Support customer success initiatives and retention efforts
- Help maintain our high standards of customer satisfaction
- Ensure consistent and professional communication across all client touchpoints

Marketing & Content Support
- Assist with writing and marketing tasks as needed
- Support content creation for client communications
- Help with marketing initiatives related to customer success

Research & Strategic Support
- Conduct market research on MSP industry trends and developments
- Research new products, services, and solutions relevant to our client base
- Provide competitive analysis and industry insights to help the Account Manager identify future focus areas
- Monitor industry publications, vendor announcements, and market changes that could impact client needs

Required Qualifications

Technical Skills
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Experience with CRM/PSA systems (Autotask experience preferred)
- Familiarity with project management and task tracking tools
- Strong computer skills and ability to learn new software platforms quickly

Core Competencies
- Exceptional organizational skills - Ability to manage multiple priorities and keep detailed track of various client needs and timelines
- Outstanding attention to detail - Critical for ensuring nothing falls through the cracks
- Excellent written and verbal communication - Must communicate professionally with clients and tea ---------- mbers
- Proactive mindset - Ability to anticipate needs and take initiative without constant direction
- Time management expertise - Skilled at managing schedules and ensuring efficient use of time

Experience Requirements
- Minimum 2 years of administrative or customer service experience
- Experience supporting executives or managers preferred
- Background in technology or MSP industry is a plus, but not required
- Experience with client-facing roles and customer success activities preferred

Work Environment & Schedule

- Remote position with requirement to work Mountain Time business hours
- Starting schedule: 8:00 AM - 12:00 PM MT (Monday-Friday)
- Growth potential: Hours may increase as the company and role expand
- Collaborative environment working closely with the Account Manager and broader team
- Fast-paced MSP environment where customer satisfaction is paramount

What We're Looking For

The ideal candidate is someone who:
- Thrives in a detail-oriented environment where accuracy matters
- Enjoys helping maintain strong client relationships
- Can handle multiple tasks and priorities without losing focus
- Takes pride in ensuring excellent customer service
- Is comfortable working independently while staying connected with the team
- Has a growth mindset and is excited about expanding their role over time

Growth Opportunities

This position offers excellent potential for growth as ViaTek continues to expand. The successful candidate may have opportunities to:
- Increase hours and responsibilities
- Take on additional client management duties
- Develop expertise in MSP operations and customer success
- Advance within our growing organization

Application Requirements

Please submit your application, including:
1. Updated resume highlighting relevant administrative and customer service experience
2. Cover letter explaining why you're interested in supporting an MSP's customer success efforts, and include your favorite color somewhere in your cover letter or email
3. Examples of how you've successfully managed multiple priorities and ensured attention to detail in previous roles
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Ready to join a team that values customer satisfaction and professional growth? We'd love to hear from you!